Customer Help & Support
Welcome to the Eclipse Merchandise Customer Help page.
Bring your ideas to life with ease
Ordering & Artwork
Send us your brief (item, size, quantity, deadline) and artwork files. We’ll confirm pricing and send a free proof for approval before production.
Vector files (AI, PDF, SVG, EPS) are best. High-res PNG/JPG (300 dpi) also work. Provide Pantone colours for accurate matching.
Yes — we can tidy or adapt your artwork. Complex redraws may have a small extra charge.
Scarves: typically 25+, printed flags: 1+. Some products have higher MOQs — just ask if unsure.
We work to Pantone references for accurate colour matching within manufacturing tolerances.
We’ll email your digital mock-up. Approve via reply. Production starts once you confirm.
Changes are only possible before you approve the proof.
For some products we can supply a paid pre-production sample — ask at quote stage.
Fast, reliable and always on time
Delivery & Turnaround
Yes — free UK mainland delivery on all orders. Offshore UK and international are quoted separately.
Orders placed by 2:30 pm usually ship the same working day (Mon–Fri).
Printed flags: 5–10 working days after proof approval; knitted/sublimated scarves: 10–15 working days.
Sometimes — contact us with your deadline; we’ll confirm if we can meet it.
You’ll receive an email with tracking once your order leaves our UK workshop.
We use trusted UK carriers such as Royal Mail, DPD and Parcelforce.
Contact us with your order number; we’ll investigate with the courier and update you quickly.
Yes — we can ship worldwide. Delivery times and costs depend on location.
Simple, fair and hassle-free
Returns & Refunds
Stock items: 14-day returns in unused condition. Custom/personalised goods: only returnable if faulty or incorrect.
Report within 7 days with photos and your order number. We’ll arrange repair, replacement or refund.
Customer pays for change-of-mind returns. We cover faulty/incorrect item returns.
Refunds are issued within 14 days after we receive and inspect your return.
For stock items yes (if available); just return unused and request the alternative.
Yes — items must be in original, undamaged retail packaging with all accessories.
Use a tracked service; we can’t refund items lost in return transit.
No — nothing here affects your UK consumer rights.
Safe, secure and business-ready
Payments, Invoices & VAT
Major debit/credit cards and PayPal through our secure checkout.
Yes — fully SSL encrypted with secure payment providers.
Yes — invoices are emailed automatically. Ask if you need another copy or PO details.
Yes — we can accept BACS transfers for approved customers.
No — we never store card details; transactions are processed securely by our payment partner.
Usually one payment per order. Contact us for large or complex orders.
At checkout for stock items; for custom we may require a deposit before production.
Yes — contact us; we can quote and invoice in GBP or other currencies if needed.
Built to last, designed to impress
Products & Quality
Knitted scarves have a classic textured feel; sublimated allow detailed, full-colour prints.
We use strong polyester fabrics with reinforced stitching and weather-resistant print.
Our prints use UV-resistant inks; scarves and flags are designed to stay vibrant.
Yes — every product is inspected before dispatch.
Yes — gentle cold wash recommended. Avoid tumble drying for best life.
Yes — we manufacture and finish in the UK wherever possible.
Yes — we can scale to large events and national campaigns.
Yes — we keep approved artwork on file to make repeat production fast.
Thoughtful production with the planet in mind
Sustainability
We prioritise UK production, efficient runs and recyclable packaging.
Some items can use recycled polyester or organic cotton — ask at order stage.
We optimise runs to reduce offcuts and recycle wherever possible.
We use simple, recyclable packaging and paper tape instead of plastics where possible.
Yes — UK-based shipping partners minimise transport distances.
Sometimes slightly; we’ll advise the best balance for your project and budget.
Yes — we can remove or minimise plastic on request.
We’re exploring offset schemes and greener production investments.